[GingerM]

Chip, on February 25 2008, 05:11 PM, said:

We were supposed to have a Blu site delivered to us a week ago Friday. As of today we still have not heard from them. A support ticket and a phone call request has been made....is this out of the ordinary for them??

Thanks!

Try checking Blu's blog to see if there's a reason their behind.

[Misty]

Sandra, on February 26 2008, 10:41 AM, said:

I've been hearing the growing pains excuse for three years now. It' time to stop making that excuse for them.

And what has REALLY ALWAYS burned me is while they can't get back to their clients - or like me FIX my website or MOVE it to my server - or answer BBB complaints - In my opinion they always have time for blog posts, parties, and chasing after and promoting famous photographers who are not even their clients.


I don't care if I'm beating a dead horse at this point. I just had a HORRIBLE time with that company and am just baffled as to why everyone tends to excuse their poor customer service when it happens.

I'm sorry you had such a horrible experience with them Sandra and I can understand your discontent with them. For the record, I don't feel that I'm making excuses for them (not sure if that was directed at me or not) but I've just not really had any problems with the service they've provided me. I added their blog to my google reader and that's why I keep up with it. I guess since I was reading the updates, my expectations were that they needed people to be patient, so I was patient and didn't have any problems.....so my expectations were met, hence my positive outlook on the experience. I had purchased a brand new template the week it was introduced and had problems with the coding as well....but they worked to fix it and they let me know that they were still working on it before I could even ask for the progress report. So I've been pleased with the outcome, but I've never bought a website template before this, so it could be possible that only having the one experience makes my view a little skewed. LOL

[Melanie S]

Spartan Grad, on February 26 2008, 09:07 PM, said:

I suffered through a miserable time in getting my site online. The 'concierge' service was an absolute joke and did nothing at all to resolve any issues. I went round and round with Aundrea on getting issues resolved. My template (jack) was riddled with bugs and still doesn't work properly. I have to submit a ticket when I need something changed in 3 of the modules. Menu order doesn't work. Feature gallery does not work. Contact form can't be edited. Stat tracking code doesn't work (my workaround was editing the php code directly).

I begged and pleaded for weeks straight to get things working. Aundrea was very condescending and completely unwilling to issue a refund or allow me to switch to a different template. The template looks great, kinda works and has generated business but I would never go through them again.

My next site will be with livebooks or bigfolio.

I had a similar experience. My site was set up pretty quickly, but once I started working on it I found some problems (bugs?) and immediately let my concierge know. He was always VERY kind and quick to respond to me, but after TWO MONTHS of waiting, and then pleading, for them to fix the problems with my site, I gave up. The only thing Shannon could ever tell me was that he would check with the programmers about it. Now, I think that is all he could really do, so I harbor no ill will against him. But man...there is something wrong when a company can't fix something after two months!

So, I switched to portfoliositez and haven't looked back!

I hope your experience will be different from mine....

[ScottyP]

Spartan Grad, on February 26 2008, 10:07 PM, said:

My next site will be with livebooks or bigfolio.

I have a Big Folio site. The process was easy and those folks bring their 'A game'. Give them a call or an email and see what they can do for your business.

[Pam]

I have two blu sites and I love them. I have not had any issues and they did everything I was told they would do in the time expected. I don't deny that some may have had problems in the past, but I have had a terrific experience with them.

[RJTPIX]

Chip, on February 25 2008, 06:11 PM, said:

We were supposed to have a Blu site delivered to us a week ago Friday. As of today we still have not heard from them. A support ticket and a phone call request has been made....is this out of the ordinary for them??

Thanks!

As far as my experience with Blu goes here is what I can tell you. I LOVE their sites and the overall product. As long as you already have the site and are in no need of technical support they are great. Updating and editing the templates couldn't be easier and my site loads quickly.

As far as customer services goes, they are incredibly understaffed and in need of some major changes in this area. I personally don't like when companies no longer offer phone numbers to call in and now Blu has even disabled the REQUEST A CALL form as of yesterday when I tried to request a call. They say that all this is because of the growth of the company. My response to that is that I am very happy for the growth of the company but I feel like they are forgetting about their current client base. If the company is growing at this rate, higher some additional people. I have been very unhappy every time I have had to contact them. Further more, I have e-mailed support for some very basic information and even asked for a quick phone call and they just won't call. It is very frustrating. I can't imagine how my clients would react if I ran my business like Blu. They seem to be taking on way more than they can handle.

[CJW]

Chip, on February 26 2008, 08:41 PM, said:

'cause good things come to those who wait

hope you still aren't waiting....

[Chip]

No...delivered two days ago. A while past the promised date but I love the template. We should be able to go live very soon!

Thanks!

CJW, on March 2 2008, 09:52 PM, said:

hope you still aren't waiting....